Shopping with us
Where is my item?
You can view the status of your order by accessing the tracking details link in your shipping confirmation email (you will receive this when your product ships). In addition, you can track your order in Order Status here
What methods of payment do you accept?
We accept all major credit and debit cards, including Visa, MasterCard.
Do you accept Pre-Paid gift cards?
No.
When will I receive my items?
All items are produced and shipped from our facility within 1 business days from the time of purchase. Standard shipping times, then apply. Click the tracking information located in your confirmation email to view your shipping details and lead time. Deliveries may take longer for international orders due to customs regulations within your country..
Please write us on support@monsuna.shop if your order hasn’t arrived within the expected lead time.
Do you ship internationally?
We are shipping to United States only .
After sale support
I keep getting an error message, what’s happening?
Please contact us and tell us about the issue you are having so that we can fix it ASAP.
Please contact us and tell us about the issue you are having so that we can fix it ASAP.
How do I return an order?
Within 30 days of receiving your order from equipesempire.com, follow these steps:
- Email support@monsuna.shop or call +1 (208) 216-8458 to start the return process and get instructions.
- Repackage the item securely in its original packaging, ensuring it’s in good, unused condition.
- Ship the item using a traceable method (e.g., USPS or insured mail) and provide the tracking number in the-return form.
- Once received and inspected (typically within 72 hours), you’ll get an email confirmation. Refunds are processed within 7 business days, with 3-5 additional days for bank processing.
For Specific Cases:
- Damaged/Defective Items: Email support@equipesempire.com with photos; a replacement will be sent without returning the item.
- Incorrect/Misdescribed Items: Email support with photos for a prepaid return label; the correct item will be sent once the return is in transit.
- Change of Mind: Returns accepted; follow the standard process.
- Exchanges: Email support to arrange; no restocking fees.
- Cancellations: Contact support immediately to attempt cancellation. If shipped, return after delivery.
No return or restocking fees apply. Refunds, exchanges, or store credit are available. Contact support@equipesempire.com or +1 (208) 216-8458 for assistance.
My order hasn‘t arrived, please help?
- Within 30 days of receiving your order from equipesempire.com, follow these steps:
- Email support@equipesempire.com or call +1 (208) 216-8458 to start the return process and get instructions.
- Repackage the item securely in its original packaging, ensuring it’s in good, unused condition.
- Ship the item using a traceable method (e.g., USPS or insured mail) and provide the tracking number in the-return form.
- Once received and inspected (typically within 72 hours), you’ll get an email confirmation. Refunds are processed within 7 business days, with 3-5 additional days for bank processing.
- For Specific Cases:
- Damaged/Defective Items: Email support@equipesempire.com with photos; a replacement will be sent without returning the item.
- Incorrect/Misdescribed Items: Email support with photos for a prepaid return label; the correct item will be sent once the return is in transit.
- Change of Mind: Returns accepted; follow the standard process.
- Exchanges: Email support to arrange; no restocking fees.
- Cancellations: Contact support immediately to attempt cancellation. If shipped, return after delivery.
- No return or restocking fees apply. Refunds, exchanges, or store credit are available. Contact support@equipesempire.com or +1 (208) 216-8458 for assistance.
My order hasn‘t arrived, please help?
- Track Your Order: Visit the Order Status page on equipesempire.com and enter your order details or tracking number to check the status and estimated delivery date. Allow 24 hours for tracking updates.
- Contact Customer Support: If the order is missing, delayed, or the tracking information isn’t updating, email support@equipesempire.com or call +1 (208) 216-8458. Provide your order number and tracking details for assistance.
- Resolution Options: The support team will investigate and provide updates. If the item is lost, they can arrange a replacement or refund. If tracking shows delivery but you haven’t received it, check with neighbors or your local post office, as it may have been misplaced.
Additional Notes:
- Equipesempire.com ensures delivery. If the item is lost in transit, they’ll offer a redelivery or refund.
- Report issues like theft or misdelivery to support immediately.
- International orders may face customs delays; allow extra time before contacting support.
For assistance, contact support@equipesempire.com or +1 (208) 216-8458 with your order and tracking information.
I just noticed that I entered the wrong shipping address. What should I do?
Please contact us as soon as you find out that you have made an error. If we catch the issue before the item ships, then we can make the change. Otherwise, we will have to wait until the item is returned to us.
return/exchange policy
What is your return/exchange policy?
Return Instruction
If you would like to return an item to support@equipesempire.com, please follow the instructions below within 30 days of delivery. Safely pack the things within the original packaging that came with the merchandise. All Products must be returned in fitness .If the Products received is broken, please contact Customer Service.
Exchanges
To exchange an item, please email us at support@equipesempire.com. No restocking fee applies for exchanges.
What happens if the item was “Returned to Sender”?
If your order has been listed as “undeliverable” and returned back to us, we will ship the package to you at no additional cost
What happens if my item is damaged?
If your item has any defects or errors on our part, we will replace the item at no additional cost. The damaged product does not need to be returned. If we are unable to replace the product due to inventory issues, we will refund you or send you a comparable item of your choice.
What do I do if I received the wrong product or my product is defective?
If your item has any defects or errors on our part, we will replace the item at no additional cost. The damaged product does not need to be returned. If we are unable to replace the product due to inventory issues, we will refund you or send you a comparable item of your choice.
If this happens, we are truly sorry. Please email us at: support@equipesempire.com and tell us your order number and how we messed up. We will take care of you and cover all costs of getting you the right product. We will send you a new product and pay for your shipping to send that one back to us. We are human and do make mistakes. We will make sure to correct the issue ASAP!